Academy Manager - Consumer Retail and Preferred Servicing

Bank of America • Utica, NY

5d • $70,000 - $108,000 • Onsite

About The Position

The Academy Manager leads and supports employees through onboarding, core, and upskill programs for Consumer Retail and Preferred Servicing, with flexibility to support programs in other lines of business as needed. The role helps increase speed to proficiency through virtual and in-person skill development, practice sessions, simulator workshops, knowledge assessments, and one-on-one coaching. It ensures accuracy and consistency across the Academy experience by identifying effective behaviors, implementing management routines, and providing appropriate tools and resources.

The Academy Manager leads participants throughout their learning experience and partners with field leaders to manage their development and career progression. The role serves as a company brand ambassador, supports early and regular engagement between participants and field leadership, and collaborates across the Academy to improve programs and share best practices. It also supports site-level performance through readiness activities, onboarding support for new Team Managers, observations and coaching, and alignment with site leaders, operations, and performance managers.

The position facilitates Academy programs, coordinates program logistics and communications, monitors training completion, identifies proficiency gaps, and coaches participants toward successful completion of milestones. It enforces internal and regulatory policies and processes, provides feedback to content design teammates, conducts post-program checkpoints, and participates in line-of-business leadership routines and initiatives. The role is based in Utica, New York, and is designated as first shift, 40 hours per week. Bank of America describes its approach as an in-office culture, with role-specific flexibility based on responsibilities and business needs; adjusted hours may be needed to support Academy programs.

Requirements

• High school diploma, GED, secondary school, or equivalent.
• Proven ability to coach, manage, and develop employees by driving proficiency and performance in a customer-centric environment.
• Ability to diagnose root causes and skill gaps and develop and execute effective performance action plans to build skills and knowledge.
• Strong interpersonal skills, including engaging others in dialogue, influencing without direct authority, building and deepening relationships, and demonstrating commitment to excellence.
• Effective verbal, non-verbal, written, and presentation communication skills, active listening skills, and ability to influence virtually.
• Problem-solving ability, strong follow-up skills, and ability to escalate issues and gain resolution as needed.
• Proficiency in day-to-day risk identification and mitigation, and ability to communicate and reinforce enterprise risk culture.
• Strong organizational skills, including the ability to manage multiple responsibilities and prioritize.
• Proficiency with computer skills and professional programs such as Microsoft Office, and ability to perform administrative tasks independently.
• Ability to support Academy programs in other lines of business as needed, including adjusted hours.

Nice To Haves

• Strong PowerPoint skills.
• Ability to quickly adapt and lead through change.
• Reporting and analytics knowledge.
• Strong presentation skills.

Responsibilities

• Lead Academy participants throughout their learning experience and partner with field leaders to support participants’ development and career progression.
• Facilitate onboarding, core, and upskill Academy programs virtually and/or in the classroom, including delivering content and assessments, managing practice pods and call calibration, and conducting practice sessions and simulator workshops.
• Identify behavior and proficiency gaps, develop action plans, and coach participants to complete training programs and achieve milestones.
• Coordinate program outreach, logistics, communications, calendar planning, and escalations, and ensure teammates have access to technology.
• Partner with Academy content design teammates to provide feedback on content, curriculum, and programs.
• Enforce internal and regulatory policies, procedures, and processes throughout Academy programs and new-to-role programs.
• Monitor and drive on-time training completion and report progress to field leadership.
• Conduct periodic post-program checkpoints to assess participant understanding and help accelerate proficiency or reduce the learning curve.
• Support site-level performance through ongoing readiness, onboarding support for new Team Managers, observations and coaching, and support for enterprise and line-of-business initiatives.
• Partner with site leaders, operations, and performance managers to align on needs and priorities.
• Participate in line-of-business leadership routines and initiatives, providing stakeholders with feedback on teammate development and program updates.
• Collaborate across the Academy to identify process and program opportunities, determine resource needs, and share best practices.
• Contribute to the Academy development strategy and serve as a learning subject matter expert.
• Act as a brand ambassador by demonstrating company fundamentals and encouraging adoption of its purpose, strategy, operating principles, commitments, and values.
• Drive urgency around program activities, communications timelines, processes, and procedures with Academy participants and field leadership.

Benefits

• Paid time off.
• Access to employee resources and support.
• Benefits eligibility.
• Annual discretionary incentive plan eligibility, with awards based on individual performance and behaviors, line-of-business or group performance and contributions, and overall company success.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED